SaaS CX Specialist – AI-Driven Support & Growth

Harvey; San Francisco (CA); On-site; USD 68,000 - 102,000; Full time

Job summary

Harvey is seeking a Customer Experience (CX) Specialist in San Francisco to be the first line of support for internal teams and external customers. You’ll handle high-volume, non-technical tickets with empathy and accuracy, and grow into deeper technical guidance over time.

You’ll work in a fast-paced, startup environment, following playbooks, tagging tickets, and maintaining knowledge with the Customer Education team to reduce repeats.

Qualifications

• 2 years of professional experience in customer support at a SaaS company.
• Experience with support platforms (e.g. Zendesk, Salesforce) and AI tools.
• Strong written communication; professional across diverse audiences.
• Comfort in a fast-paced, high-growth environment with competing priorities.
• Excellent organizational skills and disciplined ticket hygiene.
• Growth mindset and eagerness to learn technical concepts.

Responsibilities

• Act as the first point of contact for non-technical support inquiries with responsive, empathetic replies.
• Route tickets appropriately; know when to resolve or escalate to senior staff.
• Own your queue and meet SLA targets without compromising quality.
• Tag and categorize tickets for reporting and trend visibility.
• Maintain knowledge of core product features to guide users clearly.
• Follow playbooks and macros; surface gaps for improvement.
• Contribute to FAQs and internal guides to reduce repeat inquiries.
• Collaborate with Customer Education to expand self-serve content.

Skills

Customer support experience

Strong written communication

Attention to detail

Organizational skills

Growth mindset

Tools

Zendesk

Salesforce

ChatGPT

Claude

Gemini

Job description

Harvey is seeking a Customer Experience (CX) Specialist in San Francisco to be the first line of support for internal teams and external customers. You’ll handle high-volume, non-technical tickets with empathy and accuracy, and grow into deeper technical guidance over time.

You’ll work in a fast-paced, startup environment, following playbooks, tagging tickets, and maintaining knowledge with the Customer Education team to reduce repeats.